AGENT 64 / 11 · RETAIL & E-COMMERCE · CUSTOMER SERVICE AUTOMATION

Intent Classification & Routing Agent

Parses every inbound support email's content and context, tags priority and urgency against the support taxonomy, and routes it to the right queue on the first pass.

READS FROMInbound support email/ticket stream

MCP SERVERCustomer Experience Data Server

MODELRouted to lightweight monitoring model

HANDS OFF TOTier-1 Auto-Resolution Agent, Customer Sentiment Triage Assistant

RUN THE AGENT

Set your ticket volume, model the triage impact

Adjust volume and misroute rates and the agent recalculates triage hours saved and delay avoided instantly.

ASSUMPTIONS

Daily support tickets 3200

Manual triage time per ticket (min) 4

Agent triage time per ticket (min) 0.2

Baseline misroute rate 20%

Agent misroute rate 5%

Extra resolution delay per misroute (min) 45

Support agent cost per hour (£) 22

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Triage hours saved / day

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Labor savings / day

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Misroutes avoided / day

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Resolution delay avoided / day

Metric	Value

HOW IT WORKS

What the agent actually does

1. Read the ticket	Parses the incoming email's content, sentiment, and any account context available.
2. Classify intent	Tags the ticket's category, priority and urgency against the support taxonomy.
3. Route directly	Assigns the ticket to the right queue or specialist on the first pass.
4. Hand off	Passes routine, well-understood requests to the Tier-1 Auto-Resolution Agent, and escalates flagged sentiment to the Customer Sentiment Triage Assistant.